Co-op places legal services staff under AI monitoring of customer phone calls

The Co-op's legal services arm is using AI models to record and score staff phone calls with customers seeking probate and will advice, with a model from OpenAI assessing more than 50 aspects of each call. Managers use pass and fail scores to analyse employee performance, and the Co-op says the system is a support tool, not a decision-maker. Trade unions and a whistleblower have criticised the monitoring as oppressive.